Article 1 – Definitions

1.1 Organization: Rainbow Care & Coaching B.V.
1.2 Client: The person receiving care from Rainbow Care & Coaching, or their legal representative.
1.3 Complaint: A written or oral expression of dissatisfaction by or on behalf of a client regarding the care, services, conduct, or behavior of staff members of Rainbow Care & Coaching.
1.4 Complainant: The person submitting a complaint, who may be a client, a legal representative, or a close relative of a client.
1.5 Internal Complaints Officer: The person within Rainbow Care & Coaching responsible for coordinating complaints handling.

Article 2 – Purpose and Scope

This complaints procedure applies to all youth care services provided by Rainbow Care & Coaching. It sets out how complaints from clients or their representatives are received, investigated, and resolved.
This procedure has been drawn up in accordance with the Dutch Youth Act (Jeugdwet) and the Healthcare Quality, Complaints and Disputes Act (Wkkgz).

Article 3 – Filing a Complaint

1. A complaint may be submitted orally or in writing (including by e-mail) to the management team of Rainbow Care & Coaching.
2. A complaint must describe clearly the nature of the concern and, where possible, the desired resolution.
3. Complaints will be registered in the internal complaints log.

Article 4 – Initial Handling of Complaints

1. The management of Rainbow Care & Coaching will acknowledge receipt of a complaint within five (5) working days.
2. The complaint will be investigated and handled with the aim of reaching a resolution within fourteen (14) days.
3. If the complaint cannot reasonably be resolved within this period, the complainant will be informed in writing, including:
o the reason for the delay; and
o the expected timeframe for completion, which will not exceed six (6) weeks.

Article 5 – Internal Review and Resolution

1. Complaints are discussed with the staff members concerned and, if necessary, with the coordinator or head of treatment.
2. The management will provide a written response to the complainant, explaining the findings and any corrective actions taken.
3. If the complainant accepts the outcome, the case will be formally closed.

Article 6 – Documentation and Confidentiality

1. All complaints must be documented, including: the details of the complaint, actions taken, outcome, and follow-up measures.
2. Complaint records will be stored confidentially and may only be accessed by authorized personnel.
3. All documentation will comply with the General Data Protection Regulation (GDPR/AVG).

Article 7 – Withdrawal of a Complaint

A complainant may withdraw their complaint at any stage by submitting a written request. Upon withdrawal, the complaint handling process will be discontinued.

Article 8 – Representation

1. The complainant, the staff member subject to the complaint, or Rainbow Care & Coaching may be represented during the complaints process.
2. Representation may include a legal representative or a trusted confidant.
3. The management may request written authorization for representation.

Article 9 – Independent Complaints Officer

1. Rainbow Care & Coaching is affiliated with Klachtenportaal Zorg (KPZ), an independent and recognized external complaints body.
2. The complaints officer assigned through KPZ is independent and impartial.
3. The complaints officer is responsible for:
o advising and assisting the complainant throughout the process;
o ensuring confidentiality;
o facilitating communication between complainant and organization.

Article 10 – External Disputes Committee

1. If the complaint is not resolved internally, the complainant may escalate the matter to the independent disputes committee of KPZ.
2. The decision of the disputes committee is binding for Rainbow Care & Coaching.

Article 11 – Complaints Involving Third Parties

1. If a complaint relates to another organization or external professional, Rainbow Care & Coaching will coordinate with the relevant party, with the complainant’s consent.
2. In joint complaints, the complainant may choose whether Rainbow Care & Coaching or the external party acts as the main point of contact.

Article 12 – Informing Clients

Rainbow Care & Coaching ensures that all clients are informed about their right to lodge complaints and the available procedures. Information about this procedure is available on the Rainbow Care & Coaching website and upon request at intake.

Article 13 – Costs

1. The complaints procedure is free of charge for clients and their representatives.
2. Any additional costs for personal legal representation will be the responsibility of the complainant.

Article 14 – Registration and Monitoring

1. All complaints and outcomes are registered in the internal complaints log.
2. Complaints are periodically evaluated as part of Rainbow Care & Coaching’s HKZ-certified quality management system.
3. Lessons learned from complaints are used to improve policies, protocols, and quality of care.

Article 15 – Entry into Force and Review

This complaints procedure enters into force on 01/04/2025 and replaces any earlier versions.
The procedure is reviewed annually as part of Rainbow Care & Coaching’s quality assurance cycle.